L2 Support Analyst (OCS)

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About this opportunity:

We are seeking an experienced Netcracker Online Charging System (OCS) L2 Support Analyst to join our telecom production support team. In this role, you will ensure the stability, availability, and performance of mission-critical online charging platforms that support prepaid and postpaid services. You will work in a fast-paced production environment, providing L2 support, troubleshooting complex incidents, and collaborating with cross-functional teams to restore services within SLA.

Key Responsibilities:

Provide L2 production support for Netcracker OCS and related charging applications.

Monitor application health, system performance, alarms, and services using enterprise monitoring tools.

Perform incident investigation, troubleshooting, root cause analysis (RCA), and timely service restoration.

Analyze Diameter (Gy, Ro, Gx) CCR/CCA transactions and resolve charging-related issues.

Investigate customer-impacting incidents using application logs, Graylog/Splunk, Unix logs, and SQL queries.

Execute operational activities including application start/stop, health checks, cache refresh, and configuration validation.

Support prepaid charging, balance management, voucher processing, recharge, and rating scenarios.

Validate integrations with CRM, Billing, Mediation, PCRF/PCF, IN platforms, and REST/SOAP APIs.

Coordinate with L3, development, infrastructure, and vendor teams during major incidents and deployments.

Prepare RCA reports, SOPs, operational documentation, and knowledge articles.

Participate in change implementation, deployment validation, and provide 24×7 production support through rotational shifts.

Required Skills:

3–8 years of experience in telecom production support.

Strong expertise in Netcracker Online Charging System (OCS).

Good understanding of Telecom BSS/OSS, prepaid/postpaid charging, and online charging concepts.

Hands-on experience with Diameter protocols (Gy, Ro, Gx).

Linux/Unix administration, shell scripting fundamentals, and SQL (Oracle/PostgreSQL/MariaDB).

Experience with log analysis tools such as Graylog, ELK, or Splunk.

Knowledge of REST/SOAP APIs, JSON/XML, ITIL processes, and application integration architecture.

Preferred Skills:

Netcracker Revenue Management (NRM).

Kubernetes, Docker, OpenShift, or cloud platforms.

Jenkins/CI-CD, Kafka, Tibco/MQ.

Monitoring tools such as Grafana, Prometheus, Zabbix, or AppDynamics.

Familiarity with telecom protocols including SMPP, HTTP, and Diameter.

Qualifications:

Bachelor's degree in Computer Science, Information Technology, Electronics & Telecommunications, or a related field. ITIL Foundation certification and exposure to Netcracker Telecom BSS products are preferred.